Token not loading

I purchased 2 electricity tokens through the Capitec app last year. The first one loaded without any challenges, but the second has not loaded. I contacted Capitec, who assured me that there is no challenge on their side. They referred me to Ideal Prepaid. I called in and spoke to Nicholas, who was quite dismissive and condescending, and gave me excuses like "the Ideal system can never make a mistake, your meter is not a smart meter,... bla bla bla". I had to plead with him to escalate. He sent me a case number and a 24-48 turnaround time. More than a week has passed, and nothing has changed.